This means customer requests are handled more quickly and efficiently. Nowadays, IT help desk support engineers rely on advanced software in order to speed up the ticketing process. Provide technical assistance and support to computer system users. Answer queries about hardware, software, and applications either in person or over the phone. As companies upgrade their computer systems and implement new applications, the need grows constantly for Help Desk Engineers, also called Technical Support Specialists. There are many advancement opportunities for help desk support technicians with experience.
- For IT help desk jobs, you could do an intermediate or advanced apprenticeship in IT support, or an infrastructure technician advanced apprenticeship.
- Do your friends turn to you when they have issues getting their laptops, gaming systems and phones to work?
- Intro Paragraph Start your help desk job description with an introduction to your company or service.
- It might be early in their career, so it’s not like anyone is calling him for Tier III support or anything, but he has been trusted with access to a production server.
- And if you’d like some additional ideas about what to include, browse our help desk job listings.
The job allows you to get your foot in the door for higher positions, such as an IT manager, a network administrator or an IT security specialist. A help desk support professional is often the first point of contact for people who need help using their electronics or network. Some of your responsibilities relate to customer service while others have to do with technical fixes.
IT support specialists work with many other technical and non-technical roles within an organization. On the technical side, IT support specialists can work with network administrators or cybersecurity specialists as they troubleshoot issues and information systems. On the non-technical side, IT support specialists are the first point of contact for end users when they have problems with technology. Job titles with similar responsibilities include IT specialist and technical support specialist. IT support analysts may be asked to create and document department procedures and best practices for distribution among the entire organization. They are typically operated by a company or organization to provide assistance to customers or employees.
Differences between help desk engineer and engineer duties and responsibilities
Simply put, the help desk is the place you call when you need help. A help desk support specialist must have a solid foundation of technical knowledge and also excel at customer support. Did you know there were more than 348,400 job postings by U.S. employers for IT support specialists during the 12-month period ending April 2023, per Lightcast? If your job search shows you are qualified to apply for an IT support specialist position, you’re also likely to qualify for these roles as well. Most help desk support personnel use software to create and respond to tickets and user requests. You’ll need to be able to learn how to use various software platforms that help you assist internal and external customers.Prior experience with similar software will help.
A high standard of customer service is also an important part of the role. And while that’s fantastic news for those getting started in their tech careers, the even better news is that there is limitless growth potential when you work in technology. For example, an entry-level tech support job could lead to other positions like computer programmer or database administrator (DBA). At nearly double the national estimated growth rate, tech jobs are projected to be among the fastest-growing occupations over the next 10 years. Specifically, the need for IT support specialists will reach about 789,000 by 2033 – that’s 21% above the national rate.
Help Desk Technician
They allow businesses to track and identify issues and resolve underlying problems. IT help desk software is also used in order to streamline the ticketing process. This means customers are given automated ticketing to ensure their query is directed to the right help desk support engineer. There are many opportunities for career growth beyond the IT support function since IT support specialists have fundamental knowledge in many areas.
IT certifications in support can vary between college courses and apprenticeships. Support engineers often learn on the job and cater services to specific businesses, software, and hardware. Let’s take a look at the many different job titles that can fall under the IT support specialist framework, how they can differ and what skills you need to succeed in these jobs. The good news is that this family of IT job titles is not only a substantial part of the tech world, but it’s a great place for entry-level jobs and support jobs pay well too. Virtual Lab provides hands-on, real-world practice using your newly gained skills on projects defined by industry experts, adding practical experience to your resume.
Customers
- Work Hours & Benefits Make sure to include information about your working hours and benefits in this location.
- These tech-savvy specialists work in a variety of industries and have strong career prospects.
- The most common new roles for IT support specialists are network administrator, cybersecurity specialist or IT project manager.
- Support engineers often learn on the job and cater services to specific businesses, software, and hardware.
In places I’ve worked the Sys Engineer is usually involved in the implementation and roll-out of major projects of new systems. I work with people of all skill levels, some have many more qualifications than me, but still ask questions and doubt themselves when it actually comes help desk engineer to doing the work. One of the helpdesk guys got a review and he told me that he asked for a tittle change since he now helps with rebooting the servers at night.
Required Skills
IT support analysts provide a wide range of technical support and may also be tasked with evaluating the overall support program. The scope of an IT server technician role can range depending on the size and type of employer. Some server technicians work full-time to oversee the server systems of a specific organization, while others operate on a contract basis and are called in when needed. They will rely on you to provide timely and accurate solutions to their technical problems. To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering.
This includes issues requiring functional and technical application support with specific business processes and service issues. The engineer categorizes the incident, identifies a resolution (if possible), and documents the resolution in BMC Helix. These processes will include collaboration with other ePS engineers to support resolution.
As you gain additional experience, you’ll be eligible to take on more responsibility. If you work as a liaison between an IT department and the employees of an organization, you may earn a higher salary than a computer user support specialist. Computer network support specialists earn a median annual wage of $65,450. An IT Help Desk Technician is a professional who provides technical support and assistance to customers, whether on the phone or in person. Their primary intention is to ensure a client’s satisfaction and ability to properly operate any machinery or technology they may be having trouble with.
You will answer queries on basic technical issues and offer advice to solve them. The top three skills for a help desk engineer include troubleshoot, help-desk support and technical support. The most important skills for an engineer are python, cloud, and C++. Learn the ins and outs of simple technology and gain the ability to troubleshoot it effectively.
